Gustave Michel

- Set up of knowledge documents and predefined incidents - Set up of back office definition, roles and responsibilities - Training of 1st level agents and back-office agents - Coordination of the project related knowledge flow - Analysis and evaluation of tickets - Close cooperation with incident- and problem management - Support of service- and matrix management - Central point of contact between helpdesk, technical streams and communication management

- 1st Level support - Support of Back-Office - Team-internal hardware management - Execution of team-internal migration to Linux

- Creation and deletion of user accounts - Creation and deletion of transactions and Profiles - Administration of access rights in CA Top Secret - Execution and analysis of regular SOX controls - 2nd level Support

- Creation and deletion of user accounts - Administration of access rights - 2nd Level Support

- Creation and deletion of user accounts - Administration of access rights - 2nd Level Support

- Single point of contact and Link between 2nd level resolver groups and 1st level - Assistance during initial set-up and optimisation of technical support processes - Maintenance and continual provisioning of knowledge base - Training of 1st level agents - 1st level support

- Transfer of the service desk - Support of the project implementation in a technical range - Support of set up of escalation matrix and service desk processes - Set up of knowledge base - Training of new agents

- Single point of contact and Link between 2nd level resolver groups and 1st level - Assistance during initial set-up and optimisation of technical support processes - Maintenance and continual provisioning of knowledge base - Training of 1st level agents - 1st level support

- Take-over of the service desk - Transfer of knowledge - Set up of knowledge base - Training of new agents

- Alternance between Training School and work in PR and Marketing Departement in company "4D-Vision GmbH" - Successfully skipped a year